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VUX World

Author: Kane Simms

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Interviews with the best brains in AI, sharing how to improve customer experience and business operations using emerging AI technologies such as voice AI, conversational AI, NLP, Large Language Models (LLMs), generative AI and more.


We educate business leaders and teams on why and how AI technologies are revolutionising the way consumers engage with businesses and the internet, why that matters and how to implement it properly.


“One of the most consistently insightful and deeply respected podcasts in the industry”

Bradley Metrock, Score Publishing



Hosted on Acast. See acast.com/privacy for more information.

303 Episodes
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Scott Hamilton is the Principle, Banking and Lending Strategy Leader at Prodigal Tech, an actionable intelligence platform for consumer finance. Scott's background is in lead six sigma and joins me to speak about why for most organisations, your AI automation journey is in fact one of process design and how lean six sigma can help businesses create the automation strategies they're dreaming of! Hosted on Acast. See acast.com/privacy for more information.
Join us on VUX World for an enlightening episode with Ian Robertson from the Forum, where we delve into the dynamic world of Customer Experience (CX). In this discussion, we'll explore the critical successes and oversights of today's CX leaders, unraveling the common challenges and emerging trends that are shaping the industry. A key focus will be on speech analytics and its interplay with AI - understanding its potential, limitations, and why it hasn't yet become a mainstream tool. We'll discuss the importance of linking what customers say to their actions and outcomes, emphasizing the need to start with identifying the problem rather than jumping to solutions. Ian will shed light on the right questions CX leaders should ask for AI success and why AI solutions often end up isolated. We'll also touch on the significance of silence in speech analytics, the hurdles in acting on data insights, and the balance between striving for perfection and accepting reality. This episode promises to offer a deep dive into the complexities of CX, enhanced by real-world case studies from Capita, The Times, and Anglian Water.Join us as we dive into the details.Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Hosted on Acast. See acast.com/privacy for more information.
Pete Kemp is a Principle Consultant at FSP, a consulting firm aimed at accelerating digital transformation for brands. Pete was previously the Managing Director of EBM, an enterprise conversational AI platform providing AI automation technology and services. He has a wealth of knowledge and experience in the practicalities of implementing AI at scale and now works pretty much exclusively with implementing Microsoft Copilot within large enterprises.This episode is all about the lessons learned from this journey of enabling large brands with Microsoft Copilot.For those that might not know, Microsoft announced Copilot in 2023; an AI assistant that integrates with Bing, Edge, Windows, Microsoft 365. A one stop shop for all your productivity needs. It also announced Copilot Studio, a development environment where you can build your own Copilots and custom GPTs for your enterprise use cases.No doubt this is an exciting area for Microsoft customers and those interested in the practicalities of implementing generative AI.Join us as we dive into the details.Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Hosted on Acast. See acast.com/privacy for more information.
Byron Reese is a serial entrepreneur with a quarter-century of experience building and running successful technology companies, with multiple acquisitions, IPOs and patents along the way. He is an award-winning author of books such as Stories, Dice and Rocks That Think, and; The Fourth Age: Smart Robots, Conscious Computers, and the Future of Humanity, a book that tackles artificial intelligence, robots, automation, and the future of work. He’s a speaker and futurist, with a strong conviction that technology will help bring about a new golden age of humanity.Byron currently serves as the CEO of JJ Kent Incorporated, a venture-backed technology company that recently launched Scissortail.ai, a proprietary artificial intelligence tool set to inform new product and listing strategy, and delight consumers.I’m honoured and delights to be joined by Byron for this episode where we’ll look at the unavoidable future of AI and its impact on our lives.Why does your belief in a monistic or dualistic reality determine your view on what computers can or can’t do?Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/Be sure to register for our upcoming webinar with Quiq & LOOP car insurance here - https://vux.world/generative-ai-in-production-loops-success-story/ Hosted on Acast. See acast.com/privacy for more information.
What can we expect from AI over the next 12 months? What kind of use cases will make it to production and add value? What will the impact be for businesses that leverage it? What will be the challenges and hurdles we’ll need to overcome to make it work? And what does one of the market leading AI automation platforms plan to do about it?Join me as I speak with the CEO of Cognigy, Philipp Heltewig, and dive into the year ahead in AI.. Hosted on Acast. See acast.com/privacy for more information.
Liz Stokoe is an author and professor at the London School of EconomicsRegister for our upcoming webinar here - https://vux.world/generative-ai-in-production-loops-success-story/ Hosted on Acast. See acast.com/privacy for more information.
Agnoy Agent Roundtable #1

Agnoy Agent Roundtable #1

2023-12-2001:13:30

A few months ago we reached out to conversation designers to ask what challenges they struggle with. The idea had come from a conversation with Ilana Meir at Unparsed, who thought an ‘agony aunt’ for Conversation Designers could be useful and fun, just like Dear Abby helps people with personal problems. Why would we want that? Well, this role isn’t well defined. We have some trailblazers in the industry to inspire us, and we have some great books and courses, but still there’s a lot of questions that a conversation designer might not be able to answer. Someone may be a team of 1 at a large company for example, where they can’t ask a mentor for advice.So, we’ve got two leading lights of the industry to answer crowdsourced questions from the conversation design community! We have Rebecca Evanhoe, who is an experienced conversation designer and co-author of Conversations With Things (which is hands-down one of the best CxD books), and we have Wally Brill, who has been at the coalface of conversation design at companies like Nuance and Google.So, consider this to be the mentoring session you always wanted but could never arrange. When else are you going to get advice from Rebecca Evanhoe and Wally Brill, answering the specific questions that many conversation designers are struggling with, right now? Get yourself a warm beverage and tune in. Hosted on Acast. See acast.com/privacy for more information.
What a wild year it’s been in AI. Every second minute, there’s a news story. If it’s not Open AI burning down, then reassembling, it’s more funding, more breakthroughs, more products and more capabilities. Businesses across the world have finally woken up to the disruptive potential of AI, but what are they doing about it?I’m joined by Frank Schneider, AI Evangelist, Verint, to run through some of the highlights of the year, appraise the AI Naughty and Nice List and discuss the past, present and future potential of AI in the enterprise as we swing towards 2024. Hosted on Acast. See acast.com/privacy for more information.
First, CEO Sam Altman was fired from Open AI. Then, VP Greg Brockman fled. They both then joined Microsoft and now, news is coming out about 710 staff petitioning the board, threatening to resign and join Microsoft if the board don't leave!I'm joined by Matt Taylor, CPO, Knowbl to dive into what's going on. Also, Matt will share some new research and techniques to help enterprises make the most of large language models.Enter one of the worlds biggest AI awards – We’re proud to support the AI World Series Awards and Conference. An unrivaled celebration of the best use cases of AI Hosted on Acast. See acast.com/privacy for more information.
JP is the Co-Founder and CTO of SmartBots, a platform that's making the most of Amazon Bedrock Foundation Models and enabling developers and brands to build generative AI applications. Find out about the biggest opportunities and considerations for brands seeking to use generative AI in customer experience, as well as how you can use the SmartBots platform to accomplish just that.Enter one of the worlds biggest AI awards – We’re proud to support the AI World Series Awards and Conference. An unrivaled celebration of the best use cases of AI - https://aiworldseries.com/Make sure to check out - Smartbots.aiVisit JP's LinkedIn - https://www.linkedin.com/in/jaya-prakash-kommu-a1b7a911/ Hosted on Acast. See acast.com/privacy for more information.
Andrew Moorhouse has worked with the world’s leading consulting firms and household name brands to understand what’s really going on with CX performance. Is live chat really all it’s cracked up to be? Is NPS any good? Can it be predicted based on common conversational markers? What should you really be focusing on in order to move the needle with your customer experience automation programmes? Andrew shares all.Enter one of the worlds biggest AI awards – We’re proud to support the AI World Series Awards and Conference. An unrivaled celebration of the best use cases of AI.Check out some of Andrews articles below!Predicting NPS using AI and 10,000 LivePerson TranscriptsDeath of Live ChatIt’s time to rethink Conversational AI Hosted on Acast. See acast.com/privacy for more information.
Mara Cairo, Product Owner at Amii, joins me to chat about how businesses be thinking about AI, how you should be implementing it, what your blind spots and challenges are likely to be and how to develop your AI literacy.Enter one of the world's biggest AI awards - Find out more Join us on our upcoming webinar with wysdom - Register now Vist Amii Hosted on Acast. See acast.com/privacy for more information.
Gartner recently forecast that by 2025, 50% of digital communications will be driven by AI avatars. A company that's been using AI avatars for years to deliver AI-mediated healthcare services is Sensley. Co-Founder and CEO, Adam Odessky, joins me to share the pros and cons of AI-mediated Avatars, as well as the Sensley story, AI in healthcare case studies and the shape of the AI market in healthcare. Hosted on Acast. See acast.com/privacy for more information.
Ronald Rubens, CEO, Sentio CX joins us to share the current issues with live agent escalations and how Sentio CX AI-based routing is helping make sure that every AI agent conversation that requires escalation to live humans, is done so efficiently and effectively. Hosted on Acast. See acast.com/privacy for more information.
It’s common for teams to have both programmers and conversation designers. You need both to get a solid result. They’re both aiming to create the same thing (a robust conversation with a machine) but they approach that from different angles. While the programmer ensures that the software is solid, and has all the right connections, the conversation designer needs to make sure that it is purpose designed for the people who will use it. Both of those roles are vital.I wanted to get a better understanding of what a programmer thinks about! What do they need to know, and why, and how do they see the collaboration with conversation designers?There was nobody better to ask than Justin Randall. He’s got 20 years of experience in telecoms, he’s knowledgeable, and he’s the programmer I work with every day!We discussed collaboration for an hour. This is the part of the job that gets too little attention - how can we work together to get the best result?Listen up to see what Justin has to say. Hosted on Acast. See acast.com/privacy for more information.
Tim Friebel is the Global Experience Transformation Lead at Genesys and brings a wealth of experience in customer journey analytics; a crucial and underserved element of conversational automation. Tim joins me to share the insights and tips that'll help you understand your customers better and improve customer experience using customer journey analytics. Hosted on Acast. See acast.com/privacy for more information.
Kim West is the Director of Product Marketing at Uniphore, one of the leading conversational automation technology and service companies. Kim joins us to share some of the top use cases for conversational automation across industries and shares some best practice in getting it right. Hosted on Acast. See acast.com/privacy for more information.
You've seen and heard of the value of conversational AI such as chat, voice and messaging assistants for customer service, but what about using the channel as part of your content strategy? We're joined by Nick Martin, co-founder, Direqt, to discuss how media and entertainment companies are embracing messaging as a core part of their content delivery offering, and how you can too. Hosted on Acast. See acast.com/privacy for more information.
Sham Aziz, Selfridges, Head of Customer Service at Selfridges and long-time customer experience expert, joins me to share his perspectives on the current and future trajectory of AI for customer experience and enterprise automation. Hosted on Acast. See acast.com/privacy for more information.
Designers love to talk design. Often people focus on their favourite tools, processes, hacks and gripes. It all matters. The technical aspects are just as important as well. We’re designing conversations with technology - we need to get intimate with the benefits and limitations of machines so that we can succeed.What about the social/collaborative side of the job though? We all know that’s a huge part of the job, but so few people seem to be talking about it.That’s why Millani Jayasingkam is such a great person to talk to. She’s a senior conversation designer who knows the power of a good community. She hosts the Voice This! Podcast and runs events focused on conversational AI. Why does being part of a community matter to your work? What has Millani done to build communities? How did it help? Listen up to find out00:00 Intro11:43 What's Millani's favourite bot?13:29 What conversational AI jargon do you struggle with?19:00 Which synthetic experience would you most like to have?21:39 With interviews we need to break the ice23:39 Finding the right time to ask a question26:01 People know the result, not what you'd imagined27:12 On Voice Tech Global (formerly Voice Tech Toronto)30:15 We're part of communities that evolve33:52 We need communities to learn from37:35 Tech and design isn't enough, we need communication42:56 We all contribute to the community46:04 The tables are turned - Millani asks Ben49:12 The Conversation Designer's Links board on Notion52:33 People respond well to genuine curiosity54:20 How does Ben keep up to date?56:10 How does Millani keep up to date?57:10 Conversation designers need to keep talking59:42 An observer to a recorded conversation also participates01:01:02 Outro Hosted on Acast. See acast.com/privacy for more information.
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Comments (2)

Preeti Sharma_Career guide

Very nice article! I'm Preeti, I write for educational blogs. I make a collection of wonderful educational blogs from where I could take inspiration for writing. This article really inspires me though it is a little different from my domain but nonetheless it is a good writing. I sometime write for a education site blogs www.clearexam.ac.in Let me know your thoughts if I could contribute to your blog too.

Apr 12th
Reply

Preeti Sharma_Career guide

Very nice article! I'm Preeti, I write for educational blogs. I make a collection of wonderful educational blogs from where I could take inspiration for writing. This article really inspires me though it is a little different from my domain but nonetheless it is a good writing. I sometime write for a education site blogs www.clearexam.ac.in Let me know your thoughts if I could contribute to your blog too.

Apr 12th
Reply
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